An inbound call to your BDC is a golden opportunity. That customer has high intent and is actively in the market. Yet, most dealerships let this opportunity slip away by allowing the customer to control the call.
The call dissolves into a 10-minute Q&A session about price, features, and availability, and ends with the customer saying, “Okay, thanks, I’ll call you back.”
A high-performance BDC rep knows their only goal is to set the appointment. To do that, they must follow a proven, repeatable process that controls the conversation from the first second.
The “Proactive” methodology, taught step-by-step in our AdaptVT virtual training platform, is built on this 5-step process.
The 5-Step Proactive Process for Every Inbound Call
Every BDC training module in AdaptVT reinforces these five critical steps:
Step 1: The Proper Greeting
This is more than “Thanks for calling.” It’s about using an upbeat, professional tone to build immediate rapport and take control.
Step 2: Identify the Vehicle of Interest
Quickly and politely confirm the vehicle they are calling about. This builds focus.
Step 3: Pivot to the Appointment
This is the most critical and most fumbled step. Before getting dragged into a price discussion, the rep must pivot. AdaptVT provides the exact word tracks to say, “That’s an excellent choice! We have a special on that vehicle right now. To make sure you get all the information, when can you be here—today or tomorrow?”
Step 4: Build Value (The “Why Us?”)
Give them a reason to come in today. This is where the rep uses the “Why Us?” script to build value in the dealership (e.g., “Great, when you come in, we’re also going to provide you with a free trade appraisal that’s good for 7 days…”).
Step 5: Confirm and Cement the Appointment
Lock it in. Get their full name, phone number, and email, and send a confirmation with a personalized video.
Why a Process Wins
This 5-step process, drilled into your team through AdaptVT’s on-demand modules, removes the guesswork. It gives your BDC reps the confidence and the structure to turn chaotic inbound calls into a predictable, consistent stream of qualified showroom appointments.
Stop letting customers control the call. Visit the AdaptVT platform page to train your team on the process that sets more appointments, guaranteed.
